Good customer service begins at the top. If your senior people don't get it, even the strongest links further down the line can become compromised.
Richard BransonHalf the art of ballooning is to make your crashes so gentle that you can fool yourself into calling them landings.
Richard BransonWhatever you and your team decide your new brand will stand for, deliver on that promise. That's the only way you'll ever control your brand. And beware: brands always mean something. If you don't define what the brand means, your competitors will.
Richard Branson